About Harbor ComplianceJoin Harbor Compliance, a pioneering leader in the compliance industry, recognized by Inc. 5000 and Deloitte Technology Fast 500. Merging with Labyrinth, Inc. in 2021, we've expanded our reach to over 35,000 clients, leveraging advanced technology to simplify business licensing and legal entity management. We’re a growing team, passionate about making compliance accessible and efficient for all businesses and nonprofits.The Manager, Business Operations leads Harbor Compliance’s service delivery organization to drive exceptional client outcomes, operational efficiency, and scalable growth. This role oversees Team Leads and cross-functional service workflows, with direct accountability for capacity planning, organizational design, and KPI-driven performance. Success is measured through clearly defined service, quality, and efficiency metrics aligned to company OKRs, client retention, and market leadership.ResponsibilitiesLead, coach, and develop Operations Team Leads to deliver consistent, high-quality performanceOwn end-to-end service delivery, ensuring SLA compliance, service quality, and client satisfactionDrive capacity planning, forecasting accuracy, and resource utilization across Service OperationsImprove operational efficiency through cycle time reduction, throughput improvement, and standardizationDesign and implement organizational and process improvement initiatives to support scaleMonitor, analyze, and act on service KPIs aligned to the Master Service Operations KPI frameworkPartner cross-functionally to maintain interdepartmental SLAs and seamless client experiencesEnsure clear documentation, knowledge sharing, and audit-ready service processesQualificationsBachelor’s degree or equivalent practical experience5+ years of experience in operations, professional service delivery. Proven success managing teams or team leads in a high-volume, deadline-driven environmentStrong expertise in capacity planning, process improvement, and KPI-driven managementDemonstrated ability to drive operational efficiency and measurable performance improvementExperience working cross-functionally to deliver complex service outcomesStrong analytical, decision-making, and stakeholder communication skillsAccommodations:Harbor Compliance is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.Compensation:Compensation at the time of offer is based on factors such as skill set, experience, qualifications, and work location. Salary is one part of Harbor Compliance’s total compensation package. Other benefits may include health benefits, flexible paid time off, parental leave, fertility and adoption assistance, 401(k), and educational reimbursement. Note that the salary range and benefits apply only to U.S.-based candidates.The pay range for this role is:101,480 - 111,741 USD per year (US National).Pay Transparency Policy StatementHarbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Harbor Compliance, or (c) consistent with Harbor Compliance’s legal duty to furnish information.Equal Opportunity StatementHarbor Compliance is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
